Job Title: Supervisor, System AdministrationJob Code: 37688Job Location: Greenville, TX (100% Onsite)Job Schedule: 5/8Job Description:L3Harris is seeking an experienced, motivated, and customer-focused IT Customer Support Supervisor to lead our 24x7 Network Operations Center (NOC). The successful candidate will be the frontline supervisor for the Tier 1 support team supporting customers, ensuring the stability and integrity of our network services and escalation support across enterprise systems and mission-critical infrastructure.
This position is responsible for the oversight of day-to-day operations in the operations center and ensuring Tier 1 technicians are adhering to proper procedures in a timely manner. The position will also manage administrative tasks and operational activities as well as act as focal point between the 24/7 operations center and Program Office supervision.
Essential Functions: - Supervisory element within the 24/7 operations center.
- Ability to obtain CompTIA Security+ certification.
- Manage daily ticket processing with end-users and subcontractors.
- Manage real-time monitoring of all missions to ensure continuous connectivity and health status of terrestrial and SATCOM systems, as well as report any anomalies to Government operation center.
- Provide first-level contact and convey resolutions to customer and user issues by answering incoming programmatic inquiries promptly.
- Accurately log all helpdesk interactions and track user requests within the ITSM ticket system.
- Perform incident management by identifying, analyzing, and, escalating complex problems to higher-level support teams when necessary.
- Manage service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
- Manage software and hardware updates and assist other field service representatives to ensure all USG aircraft are properly configured to support their mission.
- Actively manage all network and satellite system maintenance requests with government and end users.
- Monitor and track specific program info using designated resources, ensuring constant awareness of status.
- Team with Government Customers and commercial vendors to perform incident management by identifying, analyzing, and, escalating complex problems to higher-level support teams when necessary.
- Participate in ongoing training and development to stay current with system information, changes, and updates.
Qualifications: - Bachelor's degree and a minimum of 2 years of prior related experience in IT operations or maintenance. In lieu of a degree, minimum of 6 years of prior related experience in IT operations or maintenance.
- Requires an Active Secret security clearance.
- Minimum 6 years experience working in Microsoft Office and Office 365 suite.
Preferred Additional Skills:- Active CompTIA Security+ certification.
- Prior military experience.
- First-hand experience with Helpdesk operation and supervision.
- Excellent verbal and written communication skills in an executive and military standpoint.
- Familiarity with ITSM ticketing systems (ex. ServiceNow).
- Experience in monitoring systems and interpreting data.
- Knowledge of incident management and service request management processes.
- Familiarity with information systems and troubleshooting connectivity issues.
- Ability to present ideas in a business-friendly and user-friendly language to all levels of customers and management.
- Experience documenting day-to-day tasks.
- Proven experience in a helpdesk or technical support role.
- Strong understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Ability to work effectively in a team environment and independently.
- Able to adapt, learn, and work in a fast-paced environment with little assistance.
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